Inside NIB's AI strategy that is augmenting its Australian call centre staff

Australia can boost healthcare productivity and competitiveness, but the to-do list is long and heavy, says NIB boss Ed Close.

NIB CEO Ed Close says there's a lot to do to overhaul Australia's healthcare sector.

CEO Survey 2026: FULL COVERAGE

Technology

Which best describes your organisation’s AI adoption? (Exploring/Piloting/Implementing selectively/Scaled across business) If implementing or scaled, are the productivity benefits starting to come through or do you expect more time for the full impact. Has the use of AI started to influence employment decisions across your organisation?

NIB is actively implementing AI across the business, with some areas already scaled. Over 50 AI and machine learning initiatives are now in production, supporting both operational efficiency and customer experience. This includes advanced tools like nibGPT and AI-powered summaries, which are used by more than 500 call centre agents, reducing after-call work by 60 per cent and improving onboarding. Our AI chatbot, nibby, has handled over 5 million customer interactions.

While AI is driving efficiency and productivity, nib is taking a considered approach to its rollout. We are embracing AI where it meets a clear customer and business need, with a focus on augmenting our workforce. The use of AI has led to changes in some roles, particularly in areas like claims and customer service, but our strategy remains centred on helping our teams and supporting high-value work. We continue to invest in upskilling and redeploying talent to ensure our people are equipped for the future.

People

Has your organisation evolved its approach to flexible working during the past year? Does your organisation have a policy around office attendance. What feedback, if any, do you have for governments considering prescribing working from home for a set amount of days per week.

NIB continues to champion flexible working, recognising that employee wellbeing, productivity, and connection are best served by a hybrid approach. Our policy encourages a blend of remote work and in-person collaboration at our hubs. NIB believes businesses are best placed to determine their own working arrangements. Prescriptive policies risk undermining the agility and responsiveness that modern organisations require. We think employees and employers can find the right balance for workplaces.

Reform 

What would nominate as your top policy priority that can be used to lift Australia’s competitiveness or productivity? Should the Albanese government be pushing for even bolder policies around reform?

Australia can boost healthcare productivity and competitiveness by expanding the scope of practice for nurses and allied health professionals, investing in preventive health and out-of-hospital care, and accelerating the adoption of digital health and virtual care models.

Linking funding to performance and outcomes, benchmarking medical device prices to global standards, and fostering flexible public-private workforce planning will drive efficiency and better results. Integration across public, private, and preventive sectors, alongside strong support for health research and innovation, will help modernise the system and deliver greater value for consumers.